This is one of the top questions I get about Customer Success! When breaking
down responsibilities I try to consider what the best experience for the
customer will be and ensure I align the responsibi
Scaling a Customer Success Team
5 answers
Senior Director, Customer Success at Brex • January 18
VP, Customer Success at Salesloft • January 25
In my opinion, this really depends on your internal org structure and who owns
renewal and growth. But, if I could design something from scratch and do it at
any company, it would mirror exactly what
Senior Director, Customer Success at HubSpot • February 21
It's important for Customer Success and Sales to share incentives around
customer growth. Too often folks think about customer retention and customer
growth as two mutually exclusive things. The fac
VP, Customer Success at Zscaler • March 10
I dont' disagree with this structure, but would argue that if CS is not also
driving net-new revenue (and compensated accordingly), you will always have a
Finance team who annually asks the question:
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 28
Relationships with your customer are key to understanding what success means for
them. You can not believe that only one department or just one person is getting
value from your product. So you need
2 answers
Director, Customer Success at Eightfold • January 17
Been there, done that! IMO, it’s pretty simple – start with who is screaming the
loudest and why. Take what they are frustrated about, ask them to prioritize
their needs, and then see about knocking t
Director of Customer Success at Gainsight • March 23
Here's a framework you can use to help prioritize: Assess the current state of
customer success: Before you can prioritize needs and deliverables, you need to
assess the current state of customer suc
3 answers
Director, Customer Success at Eightfold • January 17
I’ve been at Eightfold for just over 2 years now, moving over to customer
success from a 20+ year career in Talent Acquisition, so remember that my
experience is unique vs. a traditional CS career pat
VP, Customer Success at Zscaler • March 10
In my experience, if an organization is just starting out with CS, it's best to
first be very nimble because pretty much anything goes at that point. But, it's
super important to design a framework b
Director of Customer Success at Gainsight • March 23
Scaling a customer success team beyond the first customer success manager
requires careful planning and execution to ensure that the team can handle the
increased workload while maintaining high custo
6 answers
VP Customer Success Engineering & Solution Architecture at Oracle • January 17
The best customer success candidates: • Communication skills: The ability to
communicate with customers and all stakeholders clearly and effectively. •
Customer-centric mindset: The ability to put on
Senior Director, Customer Success at Brex • January 18
I find the best CSMs are: Curious - they want to understand “why”. This
translates well with customers as it means they have an innate desire to
understand their business. It also means that they are
VP, Customer Success at Salesloft • January 25
Customer Success is different in every organization. Some companies see CS as
product experts or an extension of Support. I see Customer Success as
Consultants and Change Agents and so I hire for the
Director, Customer Success EMEA at Confluent • February 23
The best candidates can relate their experience to how they will be successful
in the role. They will have thought about scenario-based questions and be ready
to describe how they have tackled specifi
VP, Customer Success at Zscaler • March 10
The intangibles: assertiveness, strong sense of ownership, business acumen, very
strong communication at the exec level, soft-sales experience, technical acumen
(at a high level), All of these are
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 23
I love when the candidate is smiling and have friendly energy. That tells me if
he/she is making me feel comfortable, it is highly probable that he/she will do
the same with the customers. These are
3 answers
Senior Director, Customer Success at Brex • January 18
Firstly, good choice! You have picked a hot career and I only see CS becoming
more prominent and important over the next decade. Be curious. Take time to
understand your customer’s business - one of
VP, Customer Success at Salesloft • January 25
It can seem daunting jumping into a customer-facing role. Where do I start if I
don’t have the relationships built yet? How do I make connections to
successfully drive business for my company? At the
Director customer success at Formant | Formerly Genius Plaza, Blue Ocean Robotics, Robot de Mexico, Plataforma I • March 14
Listen!! Join every possible meeting, especially with the product team. Meet
with sales an marketin, it is important to know and understand what they are
selling to your clients and how to align and
2 answers
Senior Director, Customer Success at Brex • January 18
We have our Customer Success organization broken into 2 groups - Strategic
Customer Success and Scaled Customer Success. In the Strategic Customer Success
group I have managers who are responsible fo
Vice President, Customer Success at Clari • February 28
We have a leader over post-sale who rolls into our Chief Revenue Officer. We
call this org Customer Value and Adoption. Within this umbrella, we have
Support, Services, and Customer Success. Within
2 answers
VP Customer Success, EMEA at Braze • January 26
Community as an extension of advocacy KPIs. Typical customer advocacy is a
flywheel for new business, case studies, sales references, etc. And of course,
that’s important, but I think customer success
Senior Director, Customer Success at HubSpot • February 21
Not all customer success activities should be treated alike. There are some very
high-value customer engagement activities that should be completed with your
accounts. For example: executive engage
2 answers
Senior Director, Customer Success at Brex • January 18
This is a tough one. I generally view these as “lite sales cycle” which it
sounds like you do as well. If the account is large enough - a multi-level
engagement strategy extending 1-2 management layer
VP, Customer Success at Salesloft • January 25
When it comes to maintaining positive relationships with customers – especially
if your champion has changed and you need to restate your value proposition – I
always think about three things as relat
1 answer
Senior Director, Customer Success at Brex • January 18
One of the most important responsibilities of CS is to ensure that we are
sharing the stories and insights we hear from our customers with the rest of the
business. To do this, I like to hold monthly